Job Description

Helpdesk Manager

Salary Range: $130k to $150k

JOB SUMMARY

The Customer Support Manager will oversee the technical support team at all our client's locations, ensuring efficient and effective resolution of hardware and software issues. This role involves managing support staff, coordinating IT support across multiple venue locations, and implementing strategies to improve customer satisfaction. The manager will also be responsible for developing and maintaining support processes and documentation, managing incident and request tickets, SLA reporting, managing the asset management system for all IT equipment, and overseeing the call center phone system for all agents.

ESSENTIAL FUNCTIONS

• Manage and lead the technical support team, including Customer Support I and Customer Support II, providing guidance and support to ensure timely resolution of issues.
• Develop and implement support processes to improve efficiency and customer satisfaction.
• Coordinate IT support for all the client's office and venue locations.
• Oversee user account management using MS Active Directory, Office 365, Exchange Online, Windows, and Mac operating systems.
• Ensure all trouble tickets are handled efficiently through an ITSM system such as ServiceNow, Jira Service Management, or Zendesk, interfacing with the user community as needed.
• Manage incident and request tickets, and ensure adherence to SLA standards and reporting.
• Coordinate large computer workstation moves, software upgrades, and new office setups.
• Oversee the call center phone system for all agents.
• Manage the asset management system for all IT equipment.
• Travel between venue locations to provide on-site IT support as required.

QUALIFICATIONS

• A minimum education level of: High School Diploma or its equivalency (Bachelor of Arts/Sciences Degree Preferred).
• 10 years of technical support work experience, with at least 5 years in a managerial role.
• Demonstrate excellent verbal and written communication skills.
• Excellent interpersonal skills for interaction with internal and external staff.
• Experience troubleshooting hardware/software issues on MAC, PC, and iPhone.
• Familiarity supporting Office 365 services like email, Outlook, Word, Excel.
• Experience with cloud file storage solutions like Dropbox, SharePoint/OneDrive, and Box.
• Strong leadership skills with the ability to build and cultivate relationships.
• Experience with an ITSM system such as ServiceNow, Jira Service Management, or Zendesk.
• A+ certification a plus.
• Knowledge of the music industry preferred.
• Must be able to pass applicable occupational health screening and background check.
• Microsoft Certified: Azure Administrator Associate

Preferred Qualifications

• ITIL v4 Foundations certification.
• HDI Support Center Manager (HDI-SCM).

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